Requirements
FIELD SERVICES ENGINEER JD – L1

Sensitivity: Internal & Restricted

- End User Support Experience
- Three to four (3-4) years’ experience providing IT Infrastructure field support which includes troubleshooting hardware, software, and operating system issues and problems, and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
- Good customer management skills.
- Good in oral and written communication.
- Able to interact and work with customers at different levels.
- Self-driven and result-oriented.
- Really passionate about the work.
- Ability to work with deadlines and complete tasks on time.

- Hardware Troubleshooting and Repair
- Hands-on experience in installing & troubleshooting hardware issues for laptops, desktops, printers, and accessories.
- Basic knowledge of enterprise LAN, WAN, server setups, and concepts. Ability to perform smart and physical assistance activity under instruction, at sites.
- Ability to lift/move computer equipment weighing up to 50 lbs.
- Conference room A/V equipment assistance & troubleshooting.
- Basic VOIP phone configuration & troubleshooting.
- Smart hand support for peripheral and networking hardware, including, but not limited to, monitors, keyboards, mice, printers, fax machines, scanners, routers, wireless routers, switches, firewalls, racks, cabinets, multi-port data termination panels, all under ‘Smart Hands’ capability.

- Operating System & Software
- Skilled in desk-side support for installing & troubleshooting operating systems (Win 7/Win 10/MAC/Linux).
- Experience with anti-spyware and anti-virus software.
- Basic installation and troubleshooting of standard software/applications like Adobe, browsers.
- Basic installation and troubleshooting of office applications (O365, Outlook, Excel, Word, PowerPoint, Teams, Skype, OneDrive).
- Knowledge of TCP/IP networking, DNS, DHCP, VPN, and RDP working principles.
- Basic understanding, mail configuration, and troubleshooting of Mobile Device Management systems (Airwatch/Xenmobile/Mobile Iron, etc.).
- Basic understanding of data backups.
- Basic understanding and troubleshooting for VDI, SCCM/LanDesk/Altiris.
- Basic configuration & troubleshooting of Apple machines/mobile devices.
- Contribution towards creating KB articles.
- Ensuring all SRQs and incidents are addressed within stipulated SLA timelines.

- Tools & Process
- Knowledge and experience with service requests and incident management processes.
- Preferably with an Associate’s Degree in Electronics and CompTIA A+ Certification.
- Knowledge and experience of ticketing tools (ServiceNow/Remedy, etc.).